Product Administrator

Job Posting Organization:
The International Rescue Committee (IRC) is a global humanitarian organization founded in 1933, dedicated to helping people affected by conflict and disaster. With a mission to restore safety, dignity, and hope to millions who are uprooted and struggling to endure, the IRC operates in over 40 countries and 26 U.S. cities, employing thousands of staff members worldwide. The organization focuses on providing essential services such as health care, education, and economic support to refugees and displaced individuals, ensuring they have the resources and information necessary to rebuild their lives.

Job Overview:
The Product Administrator role is situated within the IRC’s Emergency Unit, specifically supporting the Signpost Project, which is a community-led information service aimed at providing timely and accurate information to individuals affected by crises. The position is crucial for the Washington Migrant and Asylum-Seeker Support Project (WA MASS) and the Washington Immigrant Information Center (WA-immigrant.info), which serve immigrant, refugee, and asylum-seeking communities in Washington State. The Product Administrator will be responsible for the day-to-day operations and maintenance of technology platforms, ensuring they are stable, accessible, and responsive to user needs. This role involves technical support for live production software systems, troubleshooting issues, and coordinating with vendors and internal teams. While not primarily a web developer role, familiarity with JavaScript and modern web technologies is beneficial as the administrator may contribute to technical implementations and enhancements.

Duties and Responsibilities:
The Product Administrator will handle a variety of responsibilities, primarily focusing on technical support, platform operations, and product contributions. This includes serving as the main technical support contact for the Zendesk Support and Guide environments, managing incoming requests, triaging issues, and ensuring timely resolutions. The administrator will perform administration" style="border-bottom: 1px dotted #007bff !important;">system administration tasks for Zendesk instances, manage live deployments of public-facing websites, and contribute to development sprints by implementing technical enhancements and bug fixes. Additionally, the role involves collaborating with product and engineering teams to test new features, developing standard operating procedures for technical support, and providing hands-on training to caseworkers and program staff. The administrator will also identify usability issues and contribute feedback to improve systems, ensuring they effectively support service delivery for immigrant and refugee communities.

Required Qualifications:
Candidates must have experience managing technical support queues for production systems, including triage and troubleshooting. Hands-on experience with customer support platforms like Zendesk is essential, along with a working knowledge of modern web technologies such as HTML, CSS, and JavaScript. Familiarity with data analysis tools like PowerBI or Tableau is desired. The ability to collaborate in a sprint-based development environment and contribute to live systems is crucial. Candidates should also possess strong problem-solving skills and the ability to write clear technical documentation for non-technical users.

Educational Background:
While specific educational requirements are not detailed, a background in information technology, computer science, or a related field is likely preferred. Relevant certifications in technical support or customer service platforms may also be beneficial.

Experience:
The position requires a solid level of experience in technical support and system administration, particularly with customer support or case management platforms. Candidates should have a proven track record of managing production systems and supporting internal staff or frontline service teams, demonstrating an understanding of the importance of reliability and usability in tools used for direct service delivery.

Languages:
While the job description does not specify mandatory languages, proficiency in English is essential due to the nature of the role. Additional language skills relevant to the immigrant and refugee communities served, such as Spanish or other languages commonly spoken by these populations, would be advantageous.

Additional Notes:
This is a remote position, with the possibility of in-person work depending on the candidate's location. The role may require occasional early or late meetings to accommodate stakeholders across different time zones. The compensation for this position ranges from $35.00 to $43.00 per hour, based on various factors including labor market conditions and individual candidate experience. The IRC is an Equal Opportunity Employer, committed to creating a diverse and inclusive work environment, and offers benefits such as a 403b retirement savings plan, sick leave, and an Employee Assistance Program.